Creating a differentiated experience for customers and building their trust can help companies retain customers and bring in more sales. And one of the best business tools to achieve those is customer relationship management (CRM).
It is an approach that aims to gather and consolidate customer data from various channels such as direct interaction, digital channels, and others. These pieces of information are then analyzed to determine the best ways to manage present and potential customers and cater to their needs.
Some of the benefits of implementing CRM are the following:
Customer service: Because an organization is able to learn more about the customers, including their personal information and preference, feedback, and such, better value can be created, and excellent customer service can be delivered. These result in higher customer satisfaction.
Automation: Business activities are comprised of both small and large tasks, the former of which can be time-consuming, yet critical to the organization’s success. The right CRM system can be instrumental in the automation of these tasks, meaning the employee’s efforts can be funneled into more value-adding activities.
Collaboration: With CRM, especially one that is could-based, it is possible for different teams within an organization to have access to the same customer data, which can enhance communication and collaboration among them.
Certified public accountant Edmund O’ Brien currently serves as the CEO of the Americas at Arvato Bertelsmann, an international service provider that offers CRM solutions to a wide range of clients. To read more about Mr. O’ Brien, visit this page.
Microsoft is undoubtedly one of the biggest tech companies in the world. It’s been just that for several decades now. Almost everyone knows what Microsoft is, and what the brand is all about. Almost every household in the world with technology has something related to Microsoft. And it doesn’t show any signs of stopping anytime soon. However, it started off from very humble beginnings.
Back in the mid-70s, it was Bill Gates and Paul Allen who came up with an interpreter and a simulator, both of which were designed so well that there were no hiccups when they operated together. It was an instant hit when the project was presented to the public in ’75. In fact, a lot of industry experts, technology consultants, and even government officials predicted this interpreter-simulator pair to be the next big thing in the tech industry. A company was built on this invention, and its name was Microsoft. Bill Gates would go on to lead it into the future.
Five years later, another industry leader, IBM, started using Microsoft’s OS in its computers. Microsoft would earn a percentage for every IBM unit sold in the market. That was how it was going to be for the next five years, with both tech giants making a killing in the tech market.
In 1985, Microsoft developed two operating systems, with one for IBM, and the other, it did in secret. The secret OS, which was almost exactly the same as the second one Microsoft handed to IBM, would be made available to everyone. This third OS catapulted Microsoft above all other competitors. The company even surpassed IBM.
This was the start of global domination for Microsoft.
Edmund O’Brien currently serves as the CEO of the Americas at Arvato Bertelsmann. He has held several positions in other companies in many different countries in the past including Microsoft. For more on him and his work, follow this Facebook page.
Organizations looking to migrate their IT infrastructure to the cloud have three types of hosting to choose from: public, private, and hybrid. The major differences among these three are discussed below:
In public clouds, the cloud services and infrastructure of an organization are stored off-site and can be accessed through the Internet. There are plenty of vendors that provide public cloud solutions, such as Microsoft, Amazon, and Google. These companies own and operate the servers, are in charge of implementation and security updates, and ensure that data standards for various compliances are met.
This hosting type is considered the most efficient as organizations only need to access or “purchase” the disk space and bandwidth they need.
In this case, the services and infrastructure are installed, accessed, and maintained in a private network. The data center is located on premises and are operated and managed either by a team commissioned by the organization or a contracted third-party service provider.
This option is best for businesses who value the privacy and security of their data and information.
As the term suggests, hybrid cloud makes use of both private and
public cloud in hosting the organization’s data. It offers the advantages of both hosting types, making it the most popular option among businesses. It does have a downside, however, as there is a need to keep track of multiple cloud platforms to ensure that the cloud is run effectively.
Eddie O’Brien is the CEO of the Americas at Arvato Bertelsmann, a multibillion dollar BPO services provider. He had previously worked for several multinational companies, including Arthur Anderson, Coca-Cola, Reckitt Benckiser, and Microsoft. Learn more about him by visiting this Google+ page.
Competition does not only fuel product development. Significant changes and progress in customer care operations have subsequently been encouraged by companies’ adoption of a unique set of techniques for handling customer problems. Corporations have realized the importance of ensuring a satisfactory customer experience. Great customer service can translate to better sales, and customer retention and loyalty can be managed more effectively if organizations begin implementing and introducing methods that enhance relationship with the consumers.
Various technologies have been disrupting traditional market dynamics. Customer care’s landscape has been affected considerably by the widespread use of innovative systems and strategies. If companies refuse to transition to a more robust setup, failing to address emerging consumer demands, they are throwing away an opportunity to establish a formidable market presence.
Streamlining customer communications is just as important as using all the available technology. Without a clear structure of communication lines for customer support and relations, improvements won’t be properly executed. Email, chat, social media sites, and other tech channels should have an integrated feel to them so that customers can both have a wide range of choices and a reliable platform of solutions.
Businesses should start investing in data processing software that can be utilized in key aspects of customer care operations like management of customer relationship and big data analytics to be able to understand various customer experience patterns. This can provide the company an edge when it comes to anticipating clients’ needs.
Eddie O’Brien is the CEO of the Americas at Arvato Bertelsmann, overseeing the multibillion-dollar BPO services provider’s operations in the U.S., Canada, and Latin America. Prior to his current designation, he had worked for Microsoft. His most recent position had been Vice President World Wide Operator Channel, which he held from 2011 to 2014. To learn more about his professional work, visit this page.
Microsoft might not have initially ventured into the hardware computing industry where a great deal of key players in the history of this technology created waves with the sophistication, complexity, and reliability of their machines that forever changed the enterprise. But as early as Alan Turing’s time, the conception of the modern computer rested on a set of programmable instructions. The software, inevitably, is an integral (even dominant) part of the development of computing.
Even if Microsoft finally decided to dive head-on with Xbox and Surface, primarily, it is still a company that successfully built its entire business on computer software and services. Here are three of the foremost products that revolutionized our experience with computers:
This ingeniously simple and “basic” product might not ring a bell with the garden-variety user, but it was one of the simplest programming languages with efficient graphical toolsets that helped any budding developer in the 1990s to create apps for the platform. It democratized programming that was originally reserved for specialists.
Windows 95 was a culmination of Microsoft’s earlier experimentations and attempts to develop a graphical adjunct to MS-DOS. Sure, this one looks terribly old to young ones, but it initiated a lot of things people take for granted now. It liberated users from the cumbersome interface and functions of DOS and introduced them into the more streamlined approach of the GUI (Graphical User Interface). Not only did it feel more natural for non-programmers to interact with menus or icons, but the addition of the iconic “Start” button was an organizational flair that deserves a thumbs up.
Microsoft enhanced the productivity software field with the introduction of Office 365, which bundles together services and software through a subscription model. The product solves a lot of the flexibility and optimization issues of old Office programs. There also seems to be an effort to embrace new trends like file sharing, cloud computing, and multi-platform support.
Eddie O’Brien has worked as a top executive for multinational corporations like Arvato Bertelsmann and Microsoft. For more information on his work, visit this Facebook page.
A few years ago, fresh graduates were usually instructed to specialize and focus on one field. While such advice has helped many, some people succeeded even with a diverse work experience. In this generation of young professionals, the number of so-called “career jumpers” are increasing, suggesting that most of these people are no longer anxious when it comes to switching jobs.
Given their lack of focus and expertise, why should employers consider applicants with diverse work experience? Here are some reasons:
These professionals have gained different skills.
An applicant with experience in retail and healthcare can help a management firm in another aspect of business compared to someone who has been working in the same field all his life. Despite lacking technical knowledge, the skills an applicant gained from other industries may help the company when it comes to drawing up new strategies or services. Bringing in new talent to work with experienced industry movers can produce better results. It can also expose the team to other approaches and processes that can be helpful in the long run.
They are also more willing to be trained.
The so-called “career jumpers” are aware that they are skilled in a lot of things but lack expertise. This makes them willing to be trained compared to those who have been working in the same industry for many years. Working in a new field makes them more attentive, helping them acquire new skills in a short span of time. When these professionals’ potentials are harnessed, they might decide to eventually focus all their energy and specialize in one field.
They approach matters with a wider perspective.
Hiring a person with a different set of skills and experience can provide more insights to a team. With the same training, a team is only exposed to the same methods and resources. Having a fresh talent in the mix can help others approach problems with a different perspective that they might not have conventionally learned.
When it comes to hiring applicants, it is also important to look at the work ethic and achievements. Combining these factors with a person’s skills will determine if they are ready to take on the job.
Edmund O’Brien is a certified public accountant and serves as the CEO of the Americas at Arvato Bertelsmann. He has previously held executive positions in Arvato partner Microsoft from 1999 to 2014. Follow this Twitter page for similar updates.
Working at a multinational corporation can be helpful for individuals who are striving to make a mark in their chosen careers. It helps them earn a decent salary, achieve work-play balance, and gain deeper industry knowledge. It also helps them become more competitive. There are many other reasons for joining multinational and multicultural companies such as the following:
Increased marketability to employers
The global workplace seeks global-minded individuals. With a lot of employers expanding their operations into new territories, work experience in a multinational and multicultural company is a plus for recruitment. Having international experience makes an individual more attractive to potential employers. Moreover, these candidates may be considered to head operations in overseas sites.
Exposure to different customs and cultures
A great thing about working for multicultural companies is experiencing different cultures and customs. Aside from interacting with workmates from all over the world, individuals will learn a lot about local history, language, work culture, religion, politics, and more. It opens one’s mind to different possibilities.
A chance to work with some of the brightest people
Who does not want to be smart? Individuals employed by multinational companies collaborate with some of the smartest people of their generation. Learning is constant in a multinational working environment.
Edmund O’Brien is a citizen of the world. Originally from Ireland, he is now a U.S. citizen who has worked with a lot of multinational organizations. Learn more about his professional work by visiting this LinkedIn page.